Help Desk

Mission:

The Help Desk is the core provider for information technology support to faculty, staff, and students at Metropolitan Community College. We offer an easily-accessible point of contact for all clients and make every effort to resolve all technology-related issues in an efficient and effective manner, while remaining consistent with the goals and objectives of IT Services and the College.

We also have a partnership with the City of La Vista to provide second-level technical support for the LaVista Library. We provide technical support for more than 3700 computers at these various locations. Technical support is available to faculty, staff, and students.

Environment:

We are a Microsoft Windows® shop. We currently run a mixed environment of Windows XP Professional and Windows 7 Enterprise, while continuing migration of the remainder of our systems to Windows 7 Enterprise. The Help Desk offices located in Elkhorn, Fort, Sarpy, and South are staffed by six full-time IT Specialist I positions and one part-time ITS Assistant. We provide support for many software applications, including MS Office Suite® 2003/2007/2010 and Internet Explorer.

In July 2010 the Help Desk implemented new ticket software by FrontRange Solutions® called HEAT to track service requests which may come to the Help Desk via phone, e-mail, or personal visits. Phone calls placed to the Help Desk are managed by an Automated Call Distribution system. The Help Desk received over 65,000 contacts and entered more than 113,000 tickets into HEAT since the switch to our new system.